The Telecommunications Regulatory Authority (TRA) has just recently won the 'Best Government Entity Using the Latest Technologies' category of the Genesys G-Summit Middle East Awards, which was held at the Armani Hotel in Dubai. The brand-new achievement serves the TRA's vision in making the UAE a worldwide leader in ICT and reflects its success in carrying out Interactive Voice Response (IVR), which has been utilised in developing and releasing its new contact center based on several crucial signs that affect the performance and functionality of the department in particular, and the TRA in general. The indicators include a demand and capacity; provision of equal service that is geared up to react to inquiries from consumers over the phone; the adoption of arranged and approved reports that can be used to study and evaluate several issues; a technical, flexible and smooth system through which a number of alternatives can be added or to put an audio message to the clients; and recording calls complete information to determine the quality of services provided.

H.E Hamad Obaid Al Mansoori, Director General of TRA, said: "This respected award is a recognition of our efforts and constant effort and as a documents for our exceptional efficiency in providing services that match the highest quality requirements based upon the current technical innovations. This acknowledgment puts us in front of more obligations to continue our efforts in increasing the UAE's existence on the global innovation map.".

Al Mansouri included: "TRA is making efforts to raise the efficiency of the services provided by the ICT sector. We constantly bear in mind the upgrading of quality of the services offered to the general public, to make the life of our clients simpler in order to make them happy. We commit our efforts to guarantee the highest levels of excellence in all that we do and accomplish-- as true leadership comes through determination, persistence, planning and organization. Today, we are moving forward to the future with well-planned steps that are based upon methodical techniques and clear scientific processes, particularly given that we have the high skills and credentials. We believe that we are on the right path and we always make every effort to provide innovative solutions as they are secrets to our success. TRA anticipates execute its strategic goal of regulating the telecommunications sector in the UAE and implement a regulatory framework that stimulates competitors and elevates the level of services provided.".

Hana Al Marri, Director of Customer Happiness Section, received the award during the annual event of Genesys G-Summit in the existence of leading senior government officials and CEOs of major private companies.

The TRA is presently in the process of creating an intelligent system developed to manage customers waiting procedure in the service centers. The system is to be linked with the Emirates Identity Authority (EIDA) and Customer Relations Department system, in addition to the staff of the service centers management system to gain from an incorporated database of clients, applying the standard of connecting the UAE National Identity with the systems utilised in TRA, ensuring the establishment of an incorporated declare clients that is linked with all the regulations connected to the services offered in TRA, in addition to automating the visitors management process. The smart guidance system will likewise be applied quickly across incoming emails in order to increase effectiveness and guarantee quick reaction and reply to inbound messages.